Solving playback issues

[OneEyedKristy70]

I've been having audio issues with some apps - ABC, Hulu and Max.  The sound cuts out randomly and the only way to fix it is to either hit the back button a couple times and then restart my show or to exit the app and then open it again.  This doesn't happen with any other app that I have used on Roku.  And this audio issue has been going on for years now.  It doesn't even matter which Roku device I have used - Express, Premiere, etc.  

Hoping to see if anyone else experiences this issue and if they ever got it fixed.  I can't justify paying for Hulu or Max when the sound keeps cutting out.  

[RokuEmmanuel-D]

Hi, @OneEyedKristy70.

Thanks for reaching out and sharing it here in the Roku Community! 

We understand you're having trouble with your Roku device's audio, which keeps cutting out while randomly streaming ABC, Hulu, and Max channels. We want to keep an eye on this so that we can delve deeper into the matter.

Have you considered replacing the HDMI cables connected to your Roku device? HDMI cables are designed to carry high-definition video and audio signals, making them crucial for delivering top-quality pictures and sound. Changing them might make a difference, as it could be an HDMI cable issue. Also, try the devices on a different TV to isolate the problem you're experiencing further. 

If the issue persists, kindly get back to us with the following details below: 

• Is this only happening to the channels above? 
• Have you received any recent updates? If so, kindly provide the latest software version of your Roku. 
• Are there any other external devices connected to your TV and Roku? (e.g. receiver, soundbars or speakers)

We are looking forward to your prompt response. 

All the best,
Emman

[OneEyedKristy70]

This issue ONLY happens on the ABC, Hulu and Max apps.  Of course, ABC app is now gone from Roku.  There are literally no other apps that have this audio issue.  I use Netflix, TBS, Frevee, Plex, CNN, HGTV, Hallmark, Roku Channel and other apps and never have this problem.  

I have tried everything I can think of and nothing resolves it.  Initially I figured it was a Disney issue because of ABC and Hulu.  But then I just subscribed to Max a few days ago and am having the same issue with it.

[RokuEmmanuel-D]

Thanks for keeping us posted, @OneEyedKristy70!

Since it only happened to the mentioned channels, we wanted to clarify if you have tried this: 

1. Remove the channel: Highlight the channel tile on your home screen and press Star to open the Options menu. Select Remove channel and confirm.
2. Restart your Roku device: Go to Settings > System > Power > System restart > Restart Now.
3. Re-install the channel: After your Roku device restarts, visit the Roku Streaming Store and add the channel again.

If you haven't done so yet, you can try applying it to the affected channels and see if that corrects the issue. 

Let us know what you find out. 

Thanks,
Emman

[OneEyedKristy70]

Sadly this didn't help.

[RokuEmmanuel-D]

We appreciate you keeping us in the loop, @OneEyedKristy70!

Thanks for informing us that you're still experiencing the issue after doing the troubleshooting steps. We'd be more than happy to forward this over to the relevant team for a thorough review and investigation. 

Extra details are needed to proceed with this process, as it is crucial for them to determine the root cause of the problem. 

Let us know about...

• Roku device model, serial number, device ID, and OS version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
• Channel build version (Highlight the app from the Home Screen and press the Star * Button)

Please provide us with the requested information at your earliest convenience. We are looking forward to your response. 

All the best,
Emman

[kdegirol12]

We also have had the same issues with the same apps (along with Disney+). They are typically bundled together, so maybe it's a technology issue with those platforms? Would love to hear what works for you!

[Geigerl2017]

I have also been having this issue on my Roku for a long time now and it only happens on the Max app! It is very frustrating. It will be fine for the first 10minutes of a show, then all the sudden every 30 seconds or so the sound starts cutting in and out and it’s unwatchable. I too have also tried deleting and reinstalling, updating, logging in and out, reset/restarting the Roku and nothing seems to work. I had been waiting it out hoping there would be a fix and nothing so far. I have since had to stop using the Roku and use my XBOX when streaming on Max which is inconvenient! 

[Cjohnson7051]

I have the exact same issue and I have this across multiple tvs and Roku devices. But again same apps, max, ESPN, Disney but not other apps.